MASTERS OF UPGRADE

MASTERS OF UPGRADE

The secret on how to secure a good sale!

Why is it important to help our customers to upgrade?

What's in it for YOU, The Customer, and the Business - T-Mobile?

Open Ended

The first step of MASTERS of Upgrade is to "Make it EXCITING!". How will you make your conversation EXCITING?

That's right! You can make an upgrade conversation Exciting by;

• Using emojis! 😃✨❤️‍🔥

• Using Power Words such as; Exciting, Amazing, Definitely, Absolutely, Marvelous, ETC.

• Commenting to the customer's preferred device and making sure we provide recommendations "What a great choice of phone you have!"

Open Ended

The second step of MASTERS or Upgrade is "Do Visual Audit". What are the things you'd need to check on the account first?

That's right! What you'd need to check during upgrade conversations are;

• Check for previous conversations

• Promo Dashboard, EC Summary, Device History

• Trade-ins (JUMP, JOD, Regular)

• Account Balance, Tenure, Credit Class, ECA

Seek First to Understand

• Ask questions to understand the “why”  the customer needs to upgrade

• Ask questions to understand the “what”

  Ask questions to understand the “how” 

Open Ended

The fourth step of MASTERS or Upgrade is "Respect Their Time". What are the things you'd need to do in order for you to efficiently help our customers upgrade?

Respect their Time!

• Set proper expectations on how much time you need

• Do get back on, or before your time runs out 

• Always keep your customer in the loop

Open Ended

The fifth step of MASTERS or Upgrade is "Explain with Simplicity". What are the things you'd need to do in order for you to explain everything with Simplicity?

Explain with Simplicity

• Observe One Sentence Structure

• DO NOT COPY PASTE 

• Provide the steps and information that your customer needs to do, and needs to know

Reminder on Benefits

• Always let your customer know the benefits of our network by offering tailored fit REVENUE

• Don’t forget to talk about our Un-Carrier moves! T-Mobile Tuesdays, Refer a friend, Netflix, and many more to offer!

• If possible, talk about wearables and accessories! Remember, it's additional sale!

Open Ended

Why is it important to remind our customers about the Benefits?

Provide Self-Service

• Show your customer how they can check their order status, update their sim card, and even transfer their important files!

• Provide instructions on how to mail their old smartphone or simply walk them through on how they can set up an appointment on a retail location!

• But what if the customer is still thinking about it? Then show them where to check for details and how to process orders on their own!

Bottom line!

What are your take away and how will you be able to apply it in your conversations today?